Fedhealth bad service

I have been trying to get my brothers income verified since late last year and to date Fedhealth claims not to have received the emails I have sent. It's a pain to deal with slowness but Fedhealth are taking "bad service" to another level. One consultant, Michelle who I spoke to on the 28th of March, managed to find my email with all the supporting documents. However today another consultant Salome said there were no documents received and no email received ever only my email with proof of payment. I'm shocked at the bad service that I keep experiencing with this scheme. Just terrible that they skip over emails and choose to ignore member emails but suspend cover cos it suites them.